This study was commissioned to better understand the needs of travellers with accessibility needs, and to identify a framework for action for the travel industry.
It is clear that delivering a more accessible travel experience, which responds to the needs of all travellers, is both a social imperative as well as an opportunity for the travel industry.
Delivering on travellers’ accessibility needs is an increasing demand. World demographic indicators show a growing, ageing population that will represent over 21.5 per cent of people by 2050. This is why, for the purposes of this study, accessibility refers to the needs of people with disabilities and seniors.
This study provides a comprehensive framework for how the travel industry can think more strategically about accessibility. In 2015, the Ambrose study identified three main pillars of accessible tourism where action needed to be focused: information (relating to both access to information, and information on accessibility), customer service (relating to those working in the travel and tourism sector to better serve the travellers’ needs) and facilities (relating to the physical environment). Ambrose provided a valuable reference for thinking about accessible tourism.